Business Profile

Banking Services

Citi

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Citi's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,468 total complaints in the last 3 years.
2,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/31/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I depostied a 400 dollar check from a contrator to my ********* account. I made a payment to Bestbuy/citibank for the amount of 400 dollars. When I checked my account a few days later, I noticed a message saying 400 dollar withdrawl from citibank. I called ********** customer service to see if ********** could give me a phone number. Merchant gave me my own cell phone number instead of a merchant number. Csr assumed it was fraud. At this point csr put a stop payment on the 400 dollars. Citibanks claims they did a payment reversal & ********** says they did a reverse payment. I have not received the 400 dollars back into my account. Citibank says they only have a reference number & can only give the last six digits.
Business Response
Date: 10/31/2022
Please accept this
notice that we are investigating the customer’s concerns. We will respond
directly to the customer, if applicable, via phone, email, or mail within 15
days.
Customer Answer
Date: 11/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* **********
Initial Complaint
Date:10/31/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am being billed on a recurring basis from Best Buy geek squad for a service that I have asked them repeatedly to cancel. I have spoken to the geek squad in the store, on the phone & to multiple customer service agents, none of whom have been able to cancel this. All say that they cannot find a service to cancel yet I continue to be billed and the Best Buy Citibank is trying to collect as well as applying interest & late charges.
Business Response
Date: 11/01/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Customer Answer
Date: 11/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Citi claimed that I waited too long to contest (within 30 days). This is dishonest. I called them on AT LEAST 2 occasions in the first 30 days (and then at least another 2 occasions in the subsequnet 2 months each time I realized the matter had not been settled.). Each time they led me to believe that the matter was taken care of but instead i continued to receive bills with late payment fees on top of the original charge and told me on this last occasion that it was going on my credit report.
Ultimately the matter (other than the ding on my credit report) is settled as I paid them their $41 and the credit card account is now closed. The true source of the problem seems to be with the Best ************* who sold a recurring service in 2009 and has no way of cancelling it apparently (I have spoken with them multiple times as well).

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business Response
Date: 11/23/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days
Initial Complaint
Date:10/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Citi American Advantage Card.
Every year, I am supposed to receive a $125 Flight voucher if I pay for my renewal + spend $20,000 or more for that year.
In 2021, I paid for my renewal and spent more than $20,000 for that year ($38,000 to be close to exact). When contacting Citi about my voucher, they sent me to American Airlines. When contacting American Airlines, they sent me back to Citi.

It has been back and forth for about 4 weeks now and NO ONE has been able to help or issue my voucher, for 2021. Keep in mind, the voucher is only good for 1 year, which 2022 is about to be over

I have attached the credit card benefits and agreements for you to review.

Please help me get my voucher
Business Response
Date: 10/28/2022
Please
accept this notice that we are investigating the customer’s concerns. We will
respond directly to the customer, if applicable, via phone, email, or mail
within 15 days.
Customer Answer
Date: 11/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

** **********
Initial Complaint
Date:10/27/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Citi Bank closed my checking account 7 weeks ago, still waiting for check of 233.03 to be sent ! Was told 30-60 days. I have made several calls and get no answers!
Business Response
Date: 10/27/2022
Please accept this notice that we are
investigating the customer’s concerns. We will respond directly to the
customer, if applicable, via phone, email, or mail within 15 days
Customer Answer
Date: 11/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have heard from them via text message. Should know the final answer on the 11th of November. I just want the money owed to me when the account was closed!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ***********

Customer Answer
Date: 11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is totally unacceptable!
They just do not want to return the balance of money to me!
They are saying my investments in Crypto is fraudulent!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ***********

Business Response
Date: 12/01/2022
Citi will no longer respond to the customer’s complaints as we consider the matter resolved.
Initial Complaint
Date:10/27/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Citi Bank decided to cancel mine and my wifes long-term at 100% positive standing banking account without any cause. We excepted that but they had no mention of abruptly canceling our ****** credit card. We have had this credit for six years in perfect standing with no issues and zero reason for them to cancel us abruptly. We were at ****** one day and they excepted a $500 return yet 30 minutes later I went to pay for our groceries our card was declined. And addition to my card, my wife and my daughters cards for both completely shut down without justification. In addition, they will refuse to tell us the reason even though we have followed every step to find out the cause. They had us email, they had us fax them, they asked us to write them a letter, we spoke to them on the phone numerous times, without any proper explanation. In addition, they still owe us for fees from shopping for the entire year at ****** which are about $6800 value, as well as they have not returned any positive 6-8 weeks.
Business Response
Date: 10/27/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days
Initial Complaint
Date:10/25/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened a credit card for citi bank back in 2008 that had a fixed interest rate of 9.9% for life. I just noticed, when the sent me a balance transfer offer, that they have made this a variable rate. I do not know when this began. I did not sign any documentation or accept any offer that would have allowed a change to my interest rate, or change the original contract.

I don't have much of a balance on this card, as I use it occasionally just to keep it from being closed by Citi bank. I know how good the 9.9% rate is, and I want to keep this available for emergencies.

I have contacted Citibank, and spoke with a supervisor who says he can not fix it. He offered me a 0% for 21 months interest rate instead. I did not accept this offer for fear of it changing my contract in some way or through some loop hole. He did say he would file a formal complaint on my behalf.

I think its wrong in all the ways that they think they can change "the terms of the agreement" at will. It defeats the purpose of having a contract which I am to believe is legally binding.
Business Response
Date: 10/26/2022
Please accept this notice that we are
investigating the customer’s concerns. We will respond directly to the customer,
if applicable, via phone, email, or mail within 15 days
Initial Complaint
Date:10/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a payment to my ********** Credit card account on August 8, 2022 in store at the ******* location via my chase back account. As of today October 24, 2022 it still has not been credited to my ********** account. I have contacted the store several times via phone and in person but. to no avail. I also spoke with a store manager by the name of ************************* who said he would get the matter handled. However it still has not been handled. I no longer have the receipt for the transaction but I do have the transaction receipt from my bank showing that it was honored and paid to **********, which has also been presented to them as well.
Business Response
Date: 10/26/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer,if applicable, via phone, email, or mail within 15 days
Initial Complaint
Date:10/25/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed a credit card account years ago and have since been making payments on line.Recently I was prompted to change my password.After changing the password,I can no longer log in and make the payments on line.I’ve spoken to customer service and tech support. I’m told I need to reestablish this account in order to be able to have the ability to make on line payments.I do not want to reopen this account,just continue to make my online payments as I’ve been doing for years.There has to be some way for me to make my payments online without reopening this account.I no longer have the credit card because when I closed the account,I cut up the card.
Business Response
Date: 10/26/2022
Please accept this notice that we are
investigating the customer’s concerns. We will respond directly to the customer,
if applicable, via phone, email, or mail within 15 days
Initial Complaint
Date:10/25/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Citibank closed my homedepot credit card without notifying me. And their claim for no notification is fraud prevention. I would like information to be sent for future customers informing them of the closure of cards and an apology so that way we can protect ourselves and credit reports.
Business Response
Date: 11/29/2022
Please accept this notice that we are
investigating the customer’s concerns. We will respond directly to the
customer, if applicable, via phone, email, or mail within 15 days.
Customer Answer
Date: 01/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********* ****
Initial Complaint
Date:10/24/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A fraudulent charge for ***** was made on my ***** Mastercard July 8th. I called ***** in August to report the charge, and they responded that the charge had already been reported and was being investigated. I had not received any correspondence from ***** and continued to receive a bill with now accruing late charges. I called again in August to report the charge and was told they had never received any communication regarding the fraudulent charge and then took the information again. I repeatedly mentioned that I wanted this fraud investigated and any notes made on my account, so this was not reported to the credit bureaus as a delinquent account. I was assured it would not be reported during the investigation. I received a credit alert September 18th that my credit scored had changed. Upon checking my credit score, I discovered the account had been reported delinquent and my score dropped 90 points (788 to 698). I immediately called ***** who after many conversations with many people informed me that the charge had been deemed fraud and a request to take the report off my credit had been requested and the change should reflect on my next credit cycle. I continued to receive multiple calls a day that my account is delinquent. October 19th I received another alert that my credit score had changed. Once again upon checking my report, not only was the delinquent account still reported, it had been reported delinquent again on October 17th to Experian and Oct. 19th to Transunion. I have spoken with ***** multiple times in an attempt to clarify and rectify this situation but no progress has been made by ***** to clear the account or my credit.
Business Response
Date: 10/25/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Customer Answer
Date: 11/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The original complaint has not been resolved. Citi continues to update my report as account improved which is still negatively affecting my credit score. It has only increased back to 713 when originally my score was 788.

Their response is unacceptable.

Sincerely,

*****************

Business Response
Date: 11/22/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

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Citi is NOT a BBB Accredited Business.